Troubleshooting · Start with a retry
Protected stream download failed or is stuck
A temporary network interruption can stop a protected video download. Confirm the item still plays, refresh the session, and retry it once.
Before troubleshooting
Check access first
The video must still play normally in your signed-in account.
Retrying does not duplicate completed items
OFDownloader filters files that already reached Completed.
Try these steps in order
- 1
Play the item
Confirm the video still opens and plays in the same signed-in browser session.
- 2
Refresh once
Reload the content page and leave that tab open during the next attempt.
- 3
Retry the download
Start the item or batch again. Completed files will be skipped automatically.
- 4
Test one smaller item
If the batch still stops, try one smaller accessible item to separate a general setup issue from an item-specific failure.
Match the symptom
| What you see | Likely cause | What to do |
|---|---|---|
| No Download button | The extension did not detect the current page | Confirm it is enabled, then refresh the page once. |
| Download starts, then stops | A temporary network or session interruption | Keep the content tab open and retry the item. |
| Only one video fails | The item is no longer available to the account | Confirm that the same video still plays normally. |
| A batch is partly complete | Some items finished before the interruption | Retry safely; completed items are filtered automatically. |
Common questions
Why can a video play but its download still fail?
Playback and downloading are separate operations. A temporary network interruption or changed session can stop the download even while the page remains open.
Is it safe to retry the same batch?
Yes. OFDownloader automatically filters items that already completed, so finished items are not downloaded again.
Should I send my password or session cookies to support?
No. Never send passwords, session cookies, or private media. Send only your browser, operating system, OFDownloader version, and a short error description.
Do not send credentials
Support does not need your password or session cookies. Include only your browser, operating system, OFDownloader version, and a short description of the failed step.
Need OFDownloader?
Install the browser extension or use the desktop app for larger jobs.